Grand Central key statistics - Table 2.21
Annual data (financial year): 2010-11 to 2017-18
Quarterly data (financial year): 2010-11 Quarter 1 to 2017-18 Quarter 4
 
Key Statistics
 
Number of employees
Number of stations managed
Passenger journeys (millions)
Passenger kilometres (millions)
Passenger train kilometres (millions)
Route kilometres operated
2010-11
:
:
0.6
164.9
1.9
:
2011-12
:
:
0.8
208.8
2.1
:
2012-13
:
:
1.0
263.6
2.1
:
2013-14
:
:
1.1
299.7
2.3
:
2014-15
134
0
1.3
350.5
2.5
762.8
2015-16
136
0
1.4
381.3
2.6
762.8
2016-17
153
0
1.4
391.2
2.6
762.8
2017-18
157
0
1.4
388.6
2.5
762.8
Source: Network Rail, train operating companies and LENNON
Punctuality
Complaints
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial quarter
5 mins
10 mins
significantly
late
cancelled
2010-11 Quarter 1
74.8%
83.6%
4.0%
4.4%
929
2010-11 Quarter 2
78.3%
84.6%
3.2%
3.4%
1,255
2010-11 Quarter 3
71.7%
78.7%
5.0%
7.8%
1,168
2010-11 Quarter 4
75.8%
84.0%
3.5%
5.5%
1,178
2011-12 Quarter 1
74.9%
85.3%
2.9%
4.7%
1,230
2011-12 Quarter 2
74.6%
84.4%
3.2%
3.8%
1,271
2011-12 Quarter 3
66.4%
80.2%
3.4%
5.0%
1,187
  
Complaints answered within
Financial quarter
Complaints rate
handling target
10 working days
20 working days
2010-11 Quarter 1
:
:
:
:
2010-11 Quarter 2
:
:
:
:
2010-11 Quarter 3
:
:
:
:
2010-11 Quarter 4
:
:
:
:
2011-12 Quarter 1
:
:
:
:
2011-12 Quarter 2
:
:
:
:
2011-12 Quarter 3
:
:
:
:

2011-12 Quarter 4
76.4%
86.4%
3.2%
2.7%
1,227
2012-13 Quarter 1
75.3%
85.5%
2.4%
3.7%
1,246
2012-13 Quarter 2
78.9%
87.1%
2.3%
2.9%
1,276
2012-13 Quarter 3
66.4%
80.1%
4.2%
4.3%
1,267
2012-13 Quarter 4
60.1%
73.7%
4.9%
5.9%
1,394
2013-14 Quarter 1
72.4%
83.0%
2.8%
3.9%
1,405
2013-14 Quarter 2
71.4%
81.4%
3.6%
4.2%
1,369
2013-14 Quarter 3
60.6%
74.2%
5.0%
4.2%
1,382
2013-14 Quarter 4
72.6%
83.6%
2.8%
3.7%
1,566
2014-15 Quarter 1
78.7%
87.7%
1.3%
2.9%
1,521
2014-15 Quarter 2
79.1%
88.1%
2.3%
2.4%
1,613
2014-15 Quarter 3
71.8%
85.2%
2.1%
2.1%
1,543
2014-15 Quarter 4
82.7%
91.7%
1.0%
1.7%
1,556
2015-16 Quarter 1
81.7%
90.0%
1.4%
1.5%
1,610
2015-16 Quarter 2
79.0%
88.5%
2.0%
2.2%
1,630
2015-16 Quarter 3
68.5%
83.8%
3.4%
2.9%
1,578
2015-16 Quarter 4
72.1%
84.0%
2.0%
2.9%
1,553
2016-17 Quarter 1
75.7%
86.9%
2.5%
2.5%
1,594
2016-17 Quarter 2
71.7%
83.3%
3.2%
3.4%
1,630
2016-17 Quarter 3
69.6%
83.6%
2.2%
2.5%
1,585
2016-17 Quarter 4
75.2%
86.4%
2.4%
3.9%
1,544
2017-18 Quarter 1
76.2%
88.0%
1.3%
2.9%
1,609
2017-18 Quarter 2
73.7%
86.0%
2.3%
3.0%
1,620
2017-18 Quarter 3
67.7%
83.0%
2.8%
3.5%
1,542
2017-18 Quarter 4
64.2%
78.0%
3.6%
6.3%
1,549
2011-12 Quarter 4
:
:
:
:
2012-13 Quarter 1
:
:
:
:
2012-13 Quarter 2
:
:
:
:
2012-13 Quarter 3
:
:
:
:
2012-13 Quarter 4
:
:
:
:
2013-14 Quarter 1
:
:
:
:
2013-14 Quarter 2
:
:
:
:
2013-14 Quarter 3
:
:
:
:
2013-14 Quarter 4
:
:
:
:
2014-15 Quarter 1
:
:
:
:
2014-15 Quarter 2
:
:
:
:
2014-15 Quarter 3
:
:
:
:
2014-15 Quarter 4
:
:
:
:
2015-16 Quarter 1
200.1
100.0 %
100.0 %
100.0 %
2015-16 Quarter 2
165.2
89.2 %
89.2 %
96.5 %
2015-16 Quarter 3
215.4
76.4 %
76.4 %
94.8 %
2015-16 Quarter 4
159.9
83.7 %
83.7 %
95.6 %
2016-17 Quarter 1
163.1
74.0 %
74.0 %
91.6 %
2016-17 Quarter 2
324.4
60.1 %
60.1 %
95.9 %
2016-17 Quarter 3
223.6
64.6 %
64.6 %
100.0 %
2016-17 Quarter 4
102.7
98.9 %
98.9 %
100.0 %
2017-18 Quarter 1
162.9
92.4 %
92.4 %
98.7 %
2017-18 Quarter 2
158.5
96.4 %
96.4 %
98.3 %
2017-18 Quarter 3
233.5
98.0 %
98.0 %
99.8 %
2017-18 Quarter 4
206.9
98.9 %
98.9 %
99.4 %
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial year
5 mins
10 mins
significantly
late
cancelled
2010-11
75.2%
82.7%
3.9%
5.3%
4,530
2011-12
73.2%
84.1%
3.2%
4.0%
4,915
  
Complaints answered within
Financial year
Complaints rate
handling target
10 working days
20 working days
2010-11
:
:
:
:
2011-12
:
:
:
:

2012-13
69.9%
81.4%
3.5%
4.2%
5,183
2013-14
69.4%
80.7%
3.5%
4.0%
5,722
2014-15
78.1%
88.2%
1.7%
2.3%
6,233
2015-16
75.4%
86.6%
2.2%
2.4%
6,372
2016-17
73.0%
85.0%
2.6%
3.1%
6,353
2017-18
70.5%
83.8%
2.5%
3.9%
6,320
2012-13
:
:
:
:
2013-14
:
:
:
:
2014-15
:
:
:
:
2015-16
184.7
87.5%
87.5%
96.8%
2016-17
206.3
68.7%
68.7%
96.7%
2017-18
190.0
96.7%
96.7%
99.1%
Source: Network Rail
Source: Train operating companies
Publication schedule:
Published: 5 July 2018
Next publication date: July 2019
Symbols:
(-)           Operator not in service
(:)           Data not available
(r)          Data revised
(p)          Data are provisional
Revisions
 
For the latest information on data revisions, please see the revisions log: http://www.orr.gov.uk/statistics/code-of-practice/revisions-log
Notes:
 
For a fact sheet summary, please visit: http://www.orr.gov.uk/statistics/published-stats/statistical-releases
Public performance measure (PPM) shows the proportion of trains that arrive at final destination on time. On time is defined as within five minutes, or within ten minutes for the long distance train operators. For existing TOCs, disaggregated PPM data at the sub operator level are available on the Data Portal.
 
Significantly late refers to trains that arrive at final destination between 30 and 119 minutes late.
 
Cancelled trains refers to both full and part cancellations. A full cancellation is when the train failed to run entirely or ran less than 50 per cent of booked mileage. Trains that arrive over 119 minutes late are counted as full cancellations. A part cancellation is when the train terminated short of destination or started beyond origin. Trains that fail to call/stop at a booked station are counted as part cancellations.
A complaint is defined as ‘any expression of dissatisfaction by a customer or potential customer about service delivery or about company or industry policy’.

As some TOCs carry more passengers than others, we have presented the data as a rate per 100,000 passenger journeys. This is a superior measure to a ratio against passenger kilometres as, no matter how long the trip, a dissatisfied customer will only complain once.

The industry target for responding to complaints is 20 working days. For more information on complaints handling can be found here:
http://orr.gov.uk/statistics/published-stats/statistical-releases
National Rail Passenger Survey results are published by Transportfocus. The results can be viewed here http://www.transportfocus.org.uk/

Other links:
Other data on passenger train kilometres, passenger journeys, passenger kilometres, PPM and complaints data for each year can be found here; http://dataportal.orr.gov.uk/